Bill paid but still restricted

[Jenni232]

I have paid my bill for broadband, it was paid late and my services were restricted. But now it has been paid  how long will it take for my services to work again. 

[Chris_B · Accepted solution]

@Jenni232  You need to allow up to 24 hours before you get a working service again 

[Samsung71]

What makes me laugh is that it takes seconds to turn it off but a day to turn it back on again. I've been a loyal customer now for 20plus yrs and it's becoming silly. I need to get my paperwork done which I use the Internet for and mobile data has been down aswell. 

You need to sort this out as you'll start losing customers over if it take seconds to turn it should take the same time to turn it back on again.

[Chris_B]

@Samsung71  No it doesn’t it takes up to 24 hours to switch it off as just like paying the bill it has to filter through the network to deactivate/reactive the,   The deactivation starts once the payment hasn’t been made within 7 days.   So you have your payment date then 7 days after to make sure it’s paid if it’s not paid by the end of 7th day it’s automatically starts the switch off this then takes up to 24h to filter through the network to get to the to deactivate it.   ( the it’s takes up to 24h doesn’t mean it’ll be 24h it’s up to 24h it can be within hours ) 

By not paying on time you are breaking the T&Cs of the contract between yourself and EE so now that it matters that you have a working connection it’s best not to violate the terms and conditions of the contract that you agreed to.   No point in complaining about a service not working when you broke the agreement of the contract first.      Do this with any ISP and they all do the same and all take around the same time to reactivate. 

[Chris_S]

Hi @Samsung71 I'm sorry to hear that you're broadband was restricted. Are you all back up and running now?

We have a web page which gives you more information about our missed payment process here

Chris S

[devonchrissie]

I am having the same issue got told it would be back on within 2 hours. Looked at my bill this morning they tried charging me for two months worth!! Even though I paid last months. Also being told on my phone and my ex partners that the usage is high and will but restricted wth??!!!!

[Michael_D]

Hi @devonchrissie 

Thanks for coming to the community.

It can take up to 24 hours for services to be fully backup and running after a restriction has been lifted, but may happen sooner.

In terms of the balance, did you pay last months bill after the latest bill was created? It would show on the bill as a due balance if it was. 

If you paid it before, I'd recommend speaking to our billing guides so they can have a look at the payments and balance, and they can also check the usage to see if it is higher than normal.

Michael